Certified Medical Assistant (CMA) - Patient Engagement Center

Duke Careers•Durham, NC

2d•Hybrid

About The Position

The Duke Primary Care Patient Engagement Center (DPC PEC) is a high-volume, patient-focused call center that plays a key role in supporting the entire Duke Primary Care network. Handling over 3,500 calls each day, the center provides telephonic assistance for a wide range of needs—including acute and chronic conditions, preventative care, specialty referrals, and prescription refill requests. Staff also manage a dedicated prescription refill line and ensure patient messages are returned promptly and with compassion. With a strong focus on clear, consistent, and caring communication, the DPC PEC helps patients stay connected to their care teams and feel supported every step of the way. This position can be remote after the 90-day probationary period if metrics are completed successfully.

Requirements

High school or GED graduation is required.
Certification by AAMA, AMT, NHA-CCMA, NCMA or ARMA required.
BLS required.
Strong customer service skills with the ability to follow both oral and written instructions.
Ability to lift heavy items and assist with transporting patients in stretchers or wheelchairs.
Knowledge of sterile techniques and procedures relevant to the work performed.
Familiar with the procedures for administering both routine and special patient treatments.
Understanding of sanitation, personal hygiene, and basic health and safety practices for clinic environments.
Knowledge of infection control procedures and safety measures, with age-specific competency.
Responsible for daily clinic tasks such as registration, scheduling, charge posting, and order entry.
Able to document and communicate information clearly while building effective relationships with patients and staff.
Typing skills and knowledge of medical terminology (Levels II and III).
Ability to independently seek resources and work collaboratively with others.

Nice To Haves

Graduation from an accredited Medical Assistant program is strongly preferred.
Graduation from a medical assistant program accredited by the Commission on Accreditation of Allied Health Education Programs (CAAHEP) or the Accrediting Bureau of Health Education Schools (ABHES) is strongly preferred.
Must have at least 1 year of clinical experience as a Medical Assistant in a clinical setting. (Level II)
Must have at least 3 years of clinical experience as a Medical Assistant in a clinical setting. (Level III)
1 year of experience will be provided for an Associate degree in Medical Assisting.

Responsibilities

Collects medical histories, monitors vital signs, explains treatments to patients, and prepares them for exams and procedures.
Assisting medical staff, gathering and preparing lab samples, conducting basic lab tests, performing EKGs, removing sutures/staples, changing dressings, educating patients and families about care, and documenting in records.
Disposing of contaminated supplies, processing instruments, cleaning medical equipment, calling in prescriptions, preparing and giving medications as instructed by the doctor, and handling prescription refills.
Performs other clinical tasks as assigned by the doctor.
Greets patients, answers calls, schedules appointments (including arrival in Maestro Care), checks out patients, and handles referral scheduling.
Coordinates hospital admissions, lab services, and updates medical records.
Completes forms, manages billing tasks like receiving copays and collecting balances, handles correspondence, and orders supplies.
May assist with clinic activities, such as Joint Commission or fall prevention efforts, and participate in clinic committees.